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Added 9 mins ago
LM
DIRECTOR OF INFORMATION TECHNOLOGY
Lacroix Médecine Privée
Quebec, QC
- Full-time
…data valorization, automation, and artificial intelligence. Lead major technology projects and ensure their effective integration into…
Added 9 mins ago
A
Third Key Holder
Ardene
Welland, ON
- Full-time
…collaborates with management to ensure efficient store and stockroom operations. In the absence of team leaders, the Third Key Holder is responsible for all store operations. This is a…
Added 9 mins ago
C
Offset & Industrial Cooperation Manager-EN
CAE
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
Behind every success is a team of dedicated experts driving us forward. From HR professionals who shape our culture, to IT innovators driving technological advancements, Finance leaders…
Added 9 mins ago
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Application & Systems Operations Delivery Lead
Nutrien
Calgary, AB
- Full-time
The Solution Analyst – Applications, Systems and Database Operations is responsible for supporting the stability, performance, delivery, and operational sustainment of core enterprise…
Added 9 mins ago
R
Robotics & Controls Engineer | Ingénieur(e) en robotique et commande
Relocalize
Montreal, QC
- Full-time
Lead robotics for new cell deployments, from robot selection (payload, reach, inertia) through layout, programming, commissioning and handover to operations.
Added 9 mins ago
AI
Procurement Specialist
American Iron & Metal (AIM)
Hamilton, ON
- Full-time
Become part of team AIM, a growing team with an entrepreneurial spirit who has over the years evolved into a successful and multifaceted company with business divisions that include metal…
Added 9 mins ago
W
Site Superintendent
W3Global
Halifax, NS
- $120,000 to $150,000 CAD / year
- Full-time
As a Site Superintendent, you will take the lead role in executing large-scale, mid-rise and high-rise, multi-residential construction projects from site mobilization through to occupancy.…
Added 9 mins ago
C
Offset & Industrial Cooperation Manager-EN
CAE
Montreal, QC
- Full-time
Behind every success is a team of dedicated experts driving us forward. From HR professionals who shape our culture, to IT innovators driving technological advancements, Finance leaders…
Added 9 mins ago
C
IT System Architecture Specialist-EN
CAE
Montreal, QC
- Full-time
Behind every success is a team of dedicated experts driving us forward. From HR professionals who shape our culture, to IT innovators driving technological advancements, Finance leaders…
Added 9 mins ago
C
Equipment Repair & Maintenance Technician
Co-op
Shellbrook, SK
- Full-time
Who You Will Work With: Reporting to the Shellbrook Agro Team Lead, you will work closely with team members and will play an important role in supporting daily operations by maintaining,…
Added 9 mins ago
Auditor
Government of Alberta
AB
The Ministry of Education and Childcare is seeking a motivated and detail-oriented professional to join our Audit team and contribute to strong accountability and effective public service.
Added 9 mins ago
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Warehouse QA Coordinator (Auditor)
Wesco
Edmonton, AB
- Full-time
As a Coordinator in Operations, you will be responsible for supporting our Operations team through proficient order prioritization and routing. You will provide assistance in all areas of…
Added 9 mins ago
E
Technician II Utility Service
Enbridge
Atikokan, ON · Fort Frances, ON
- Full-time
…Working independently and as part of a highly skilled field team, you will perform a wide range of maintenance, repair, inspection, and emergency response activities that help ensure the…
Added 9 mins ago
M(
Digital Operation Intern
MLSE (Maple Leaf Sports & Entertainment Partnership)
Toronto, ON · Scotiabank Arena
- Full-time
Assist the Digital Operations Lead in operating and supporting MLSE events.
Added 9 mins ago
Senior Business Relationship Manager, IT
DSV
Toronto, ON
⦁ Serve as the primary IT relationship lead for customer stakeholders across multiple regions and countries.
Added 24 mins ago
CO
Manager Policy and Risk Management
City of Saint John
Saint John, NB
- Full-time
As required, able to lead and guide a team of workers toward realizing the organization’s goals.
Added 24 mins ago
TO
Manager, Recreation
Town of Saugeen Shores
Port Elgin, ON
- $120,745 to $137,210 CAD / year
- Full-time
Team Development & Operations: Oversee the Recreation Division operations, promote staff development, manage recruitment and coaching, and encourage continuous improvement, corporate…
Added 24 mins ago
Manufacturing & Process Engineer - Senior PMO / Change & Transformation Lead
Capgemini
Montreal, QC
We are seeking a Senior PMO / Change & Transformation Lead to support the
Added 24 mins ago
R
Senior Manager - WM Business Risk
RBC
Toronto, ON
- Full-time
Reporting to the Director, WM Business Risk, the Senior Manager, Business Risk will lead operational risk/regulatory compliance reviews and provide expert feedback on the operational risk…
Added 24 mins ago
HR
Program Service Assistant, Mental Health
Humber River Health
Toronto, ON · Greater Toronto, ON
- Other
…active participation in the North West Toronto Ontario Health Team are key initiatives important to our Team. At Humber River Health, we use a custom combination of technology and clinical…
Added 24 mins ago
CC
Retail Shift Leader
Canna Cabana
Cranbrook, BC
- Part-time
…dedicated, and mature individuals interested in joining our team. Join us and become an important part of a company where the sky is the…
Added 24 mins ago
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GTM Operations Analyst
Benevity
Remote, Canada
- Full-time
- Remote
We are looking for a GTM Operations Analyst, Lead to own and optimize end-to-end go-to-market operations across the full revenue lifecycle, from Marketing through Closed Won to Renewal and…
Added 24 mins ago
B
GTM Operations Analyst
Benevity
Remote, Canada
- $77,800 to $106,920 CAD / year
- Full-time
- Remote
We are looking for a GTM Operations Analyst, Lead to own and optimize end-to-end go-to-market operations across the full revenue lifecycle, from Marketing through Closed Won to Renewal and…
Added 24 mins ago
EG
Senior Architect/Project Manager (Major Aviation Infrastructure)
Egis Group
Toronto, ON
- Full-time
…exceptional client relationship management, and the ability to lead multidisciplinary consultant and project teams in a fast-paced, highly regulated airport…
Added 24 mins ago
AI
Procurement Specialist
American Iron and Metal
Hamilton, ON
- Full-time
Become part of team AIM, a growing team with an entrepreneurial spirit who has over the years evolved into a successful and multifaceted company with business divisions that include metal…

Minga

Support Team Lead

Kelowna, BC, V1Y 0C2, Canada

Full-time

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Job details

Job type: Full-time
Posting language: English
Posted: Nov 4, 2026

Original job description

About Minga

Minga means community. It’s the belief that we achieve more together than we ever could alone. At Minga, joining our team isn't just about a new role, it's about joining a collective that is deeply invested in your growth, your impact, and your connection to the people around you.

We’re building the Student Behavior Platform schools can’t live without, and we’re having fun doing it.

We are a tight-knit group of curious, low-ego humans who genuinely enjoy the "we" over the "me."

Supportive Growth: You aren’t on an island. You’ll have the autonomy to do your best work and a community that has your back every step of the way.
Shared Ownership: Whether at our Kelowna HQ or remote, you’re a vital part of a team that cares as much about the people as the product.
Real Impact: Everything we do supports the educators and students we serve, creating a ripple effect of connection in schools everywhere.

Ready to be part of the community? Come help us make school life better for everyone. 💙

The Role

We’re not just hiring for a position, we’re adding a teammate

The Support Team Lead runs Minga's customer support day to day, so that every customer gets timely, accurate and empathetic help across all channels. You lead and coach our Customer Support Representatives, own the queue, and are the first escalation point for the team.

This is a player-coach role. You still work tickets, especially complex and escalated ones, and you lead by example on quality. You have clear authority to make day-to-day calls on scheduling, queue priorities and escalations. That matters most in the August–September back-to-school peak, when your manager is also supporting new customer launches..

What You’ll Do 🚀

Team Leadership & Coaching

Lead, coach and support a team of Customer Support Representatives through regular 1:1s, ticket reviews and real-time coaching
Set daily and weekly expectations against SLA, CSAT, resolution and quality targets
Onboard and ramp new support team members
Build a culture of continuous learning, ownership and great service

Daily Operations

Own the support queue: triage, prioritization, routing and SLA adherence
Build and manage the support schedule, including coverage plans for peak periods and time off
Act as the first escalation point; resolve complex tickets and know when to bring in Implementation, Account Management, Product or Engineering
Own bug reporting: make sure issues reach Engineering with clear reproduction steps, and keep customers updated
Work tickets yourself, especially complex, sensitive or escalated issues

Quality & Improvement

Run the QA process for agents and the AI support tool, and turn findings into coaching
Track and report support metrics to the Sr. Manager, Support & Implementation
Spot trends and recurring issues in support data, and propose fixes to process, help content or product
Keep support playbooks, macros and internal documentation current

Partnership

Manage Intercom configuration, AI responses and help center content
Coordinate with Digital Customer Success & Education and Implementation on knowledge base requirements and updates
Help cross-train team members on common

What We Require ✅

3+ years in customer support in a SaaS environment
Experience as a team lead, senior agent, mentor or acting supervisor
Strong command of support operations: queues, SLAs, scheduling and escalation handling
Hands-on experience with Intercom or a similar support platform; experience with AI support is an asset
Comfortable with support metrics and using data to make day-to-day decisions
Excellent written and verbal communication
K-12 EdTech experience is an asset

Who You Are 🌟

Calm and steady in a busy queue, and the person the team looks to during peak times
A coach first: you help people solve problems rather than solving them for them
Hands-on: you're happy to jump into the queue and lead by example
Organized and decisive: you make the call on priorities and coverage and keep things moving
Customer-obsessed: you care that every educator leaves the conversation with their problem solved

Compensation Philosophy & Transparency 💰

At Minga, we believe compensation should reflect impact, fairness, and market alignment, supporting our mission to empower educators and students while building a high-performing, people-first culture. Our standard is to pay at or near the midpoint of the range unless there is a clear business rationale to vary. This approach allows for growth and provides room to learn and develop within the role. We also conduct annual compensation reviews in November, which take into account both market benchmarks and individual performance.

Check out our Benefits & Perk Page for a full review of the overall compensation package.

AI at Minga 🤖

At Minga, we believe AI should make your work faster, smarter, and less repetitive - not more complicated. AI is meant to augment how we work, not replace human thinking or judgment

Leverage AI, but stay you. We expect you to use the tools available to you, but remember that Minga is built on real people. Your resume and "Why Minga" answer will be read by a real life human, so give us a glimpse of the person behind the profile.
During your interview we value your unique voice over a perfect prompt. It's okay to not answer perfectly.

What You Can Expect From Us 💙

At Minga, you’re more than just an application, you’re a real person with a story we want to hear.

We believe in clear communication, mutual respect, and ensuring every candidate walks away feeling valued, whether we end up working together or not.

Ready to Apply? 👋

If this role feels like a fit or even a maybe, hit apply.

We’re genuinely excited to learn more about you. Let’s build something meaningful together.

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More about this job

Responsibilities

The Support Team Lead manages daily customer support operations, including queue prioritization, SLA adherence, and escalation handling. They also lead, coach, and mentor the support team to ensure high-quality service and continuous professional growth.

Requirements

Candidates must have at least 3 years of customer support experience in a SaaS environment and prior experience in a leadership or supervisory role. Proficiency with support platforms like Intercom and strong analytical skills for managing support metrics are required.

Skills

Customer support
Team leadership
SaaS
Intercom
SLA management
Queue management
Coaching
Escalation handling
Data analysis
Communication
Bug reporting
Performance metrics
Onboarding
Quality assurance
Technical documentation

Visa sponsorship

Not detected in the job text

Keywords

SaaS
Customer Support
Team Lead
Intercom
SLA
CSAT
Queue Management
Escalation Management
Coaching
Performance Metrics
Bug Reporting
Quality Assurance
EdTech
K-12
Help Center
Documentation
Onboarding
Data-driven decision making
Customer Success
Implementation
AI support tools
Playbooks
Macros
Cross-training
Hybrid work

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